Technical Support Engineer

Role & responsibilities

• Respond to customer queries via email or phone in a timely and professional manner.
• Troubleshoot software issues and provide step-by-step guidance to end customers.
• Having analytical skill to understand, debug and resolve simple to complex issues.
• Escalate complex problems to engineering or product teams with clear documentation.
• Maintain up-to-date knowledge of the product and its features.
• Document common issues and solutions in internal knowledge base.
• Collaborate with QA and development teams to report and verify bugs.
• Ensure high levels of customer satisfaction by delivering a great support experience.
• Involve in Operational activities related to Software Product Go-Live Readiness.
• Support Sales Team to address customer questions.

Preferred candidate profile

• Strong verbal and written communication skills is required.
• Basic Understanding of software products or SaaS platforms
• Ability to learn quickly and adapt to new tools and technologies.
• Patience and empathy when dealing with customers.